Impact TQM on Fianacial Performance Hendricks 2006 3

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The Impact of Total Quality Management (TQM) on Financial Performance:

Evidence from Quality Award Winners

Kevin B. HendricksRichard Ivey School of Business

The University of Western OntarioLondon, Ontario N6A-3K7

CANADAPh: (519) 661-3874Fax: (519) 661-3959

e-mail: [email protected]

Vinod R. Singhal

DuPree College of Management

Georgia Institute of Technology

Atlanta, GA 30332

Ph: 404-894-4908

Fax: 404-894-6030

e-mail:[email protected]

March 2006


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Abstract

Total Quality Management (TQM) is periodically lambasted by management gurus and

the business media for its supposedly lackluster impact on financial performance. This paper

presents objective evidence on whether this criticism is indeed justified. The evidence is based

on a study of nearly 600 quality award winners. Three critical issues are addressed in this paper.

First, we discuss the ongoing debate on TQMs ability to significantly improve financial

performance, the reasons for this debate, and the importance of resolving this debate one way or

the other. Second, we present evidence on the financial results that publicly traded organizations

have achieved from implementing TQM effectively. Financial results are measured using

variables such as stock returns, operating income, sales, and costs. Third, we discuss how the

financial results vary by organizational characteristics such as size, capital intensity, extent of

diversification, and the maturity of the TQM implementation. This evidence helps set realistic

expectations of what different organizations can expect to get from TQM. The paper also offers

a methodology, including various performances measures and data sources that organizations can

use to link their quality initiatives to financial results.


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1.0 The controversy about the value of TQM

Total Quality Management (TQM) - the management paradigm based on the principles of

total customer satisfaction, employee involvement, continuous improvement, and long-term

partnerships with suppliers and customers - has recently been getting a bad rap in the popular

business press regarding its ability to improve financial performance. Is TQM Dead was the

question posed by USA Today (1995) when it featured an article announcing the 1995 Baldrige

Award. A recent Wall Street Journal article raised the issue Is Total Quality Management

(TQM) yesterdays news or does it still shine?. The Washington Post (1993) wrote about

Totaled Quality Management, The Economist (1992, 1995) talked about The Cracks in

Quality and the Straining of Quality, and an article on management fads in Business Week

(Byrne, 1997) proclaimed that TQM is as dead as a pet rock. Among other things, TQM has

been labeled as the biggest fad in corporate management that is now floundering; a fad with

which many firms have become disillusioned and discouraged; or simply as a fad of the month

whose time has come and gone.

As expected, proponents of TQM have responded to the negative publicity about TQM.

Some cant help but find it ironic that the business writers and gurus that are thrashing TQM are

the very same ones that in the 1980s were singing praises about TQM and promoting it as the

paradigm that every organization must adopt. Others have pointed to the popularity of quality

awards at the state and national levels as evidence that TQM is well and alive. For example,

besides the Malcolm Baldrige National Quality Award, 44 out of the 50 States in USA now have

their own quality award systems in place. In addition, about 50 new quality award systems have

been initiated outside of USA, many of which are at the national level. They also point out that

there is growing interest among organizations to use the Baldrige and other quality award criteria


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for internal self-assessment. In addition, demand for TQM training seminars is still growing. To

many, all this suggests that the popularity of TQM is growing not declining.

Others have argued that the very popularity of TQM was bound to create criticisms.

They suggest that there is no need to react to the negative publicity as it will go away with time.

Unfortunately, this can be dangerous as the reality is that the negative publicity has caused many

firms to question the relationship between TQM and financial performance. A recent survey of

27 vice presidents of quality from Fortune 500 companies indicates that nearly 75% of them are

under considerable pressure to show the payoff from TQM. An article in Fortune (Rigby, 1998)

reported survey results about tools that were managements favorites in 1997. TQM was ranked

10th among all tools, with 16% of respondents indicating they were extremely satisfied with it

and 14% indicating dissatisfaction.

2.0 Why is there a controversy about TQM?

To resolve the controversy about the value of TQM, one must begin by looking at the sources

that have generated the controversy. Much of the criticism is based on evidence from surveys conducted

during the early 1990s. Let us examine some of this evidence:

- In a survey of 500 companies by Arthur D. Little, 36% indicated that TQM was having a

significant impact on their ability to compete.

- A survey by A. T. Kearney of 100 British firms indicated that 20% believed that their quality

programs had achieved tangible results.

- A study of 30 quality programs by McKinsey & Co. found that two-thirds of them had stalled or

fallen short of yielding improvements.


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Although these survey results have been used to make a case against TQM, it is worth noting that

these results are nothing more than opinions, perceptions, and impressions about the value of TQM.

They do not present any objective data on the financial benefits obtained by the responding

organizations. Furthermore, around the same time that these surveys were released, some organizations

that were considered role models of TQM implementation faced significant problems. Examples

include Florida Power & Light, a winner of the Deming Prize, and Wallace Co., a winner of the

Malcolm Baldrige National Quality Award. Such examples provided more ammunition for critics, who

made unreasonable extrapolations and conclusions about the value of TQM from these failures.

Many organizations adopted TQM with inflated expectations and a quick-fix mentality. TQM

was expected to have answers to all the problems and a sure bet to reverse poor performance. When

TQM did not deliver the hoped for results, it was deemed a failure. Furthermore, contrary to TQMs

philosophy, many firms adopted it seeking instant and swift gratification. Often implementation efforts

were measured against short-term financial performance. When short-term improvements did not

materialize, many firms got disillusioned with TQM. This disillusionment and disappointed is perhaps

getting reflected in managers response to the various surveys mentioned earlier.

Competition from other paradigms have also created problems for the TQM movement. New

paradigms such as re-engineering, customer-centered organizations, process-oriented organizations

learning organizations, supply-chain management, six sigma etc., have recently surfaced. It is

interesting to note that some of these paradigms are basically a spin-off of key TQM concepts packaged

and labeled differently. For example, six sigma was the centerpiece of Motorolas TQM initiative, but i

is now being sold as something unique and different from TQM. Selling these paradigms was easy

given the controversy about TQM.


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The controversy about the value of TQM has also been fueled by the inept defensive offered by

its proponents. Instead of providing hard facts to show that TQM works, many have argued why TQMs

theory of focusing on customer satisfaction, continuous improvement, and employee involvement

should lead to success. Others have argued, again without any data, that if TQM does not improve

corporate financial performance than what does (Paton 1994)? Brad Strattons (1993) editorial in

Quality Progress essentially stated that although you cannot link TQM to financial performance,

organizations should still invest in it. This surely does not help resolve the controversy about TQM. In

fact, it provides more reasons to lambaste TQM.

Nobody denies that there are organizations that have benefited immensely from successful

implementations of TQM. Obvious example that come to mind are Motorola, Federal Express, Xerox

and Solectron. The benefits realized by these organizations have been mentioned in various seminars

conferences, and articles. While some of these achievements are definitely very impressive, the

evidence is anecdotal. Furthermore, these anecdotes rarely account for the fact that performance

improvements could also be influenced by factors such as industry, economy, and social factors, which

may have nothing to do with TQM. We believe that this has raised the expectations and hype about the

value of TQM, some of which has come back to haunt the TQM movement.

3.0 Resolving the Controversy about the value of TQM

As one reflects on the controversy about TQM, two issues come to mind. First, the

controversy is based more on anecdotes, impressions, and opinions, but less on what one would

consider to be scientific and objective evidence. The arguments advanced by both the detractors

and proponents of TQM do not stand up to the standards of scientific evidence. We find this

somewhat ironic since TQM proponents always point out that making decisions based on the


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analysis of carefully collected rigorous data is a key core value of TQM. Yet, they seem to have

ignored this core value in defending TQM.

Second, the controversy about TQM must be resolved one way or the other.

Organizations that have already invested in TQM would like to know whether they have made

the right decisions and whether they should continue investing. Many quality managers have

indicated to us that even though their organizations have committed to TQM, they will need hard

evidence to ensure that their senior managers continue to invest in it. Others have indicated to us

that their organizations have backed away from investing in TQM because of the controversy

about its value. The best way to resolve the controversy is to use objective and verifiable data to

examine the strength of the relationship between TQM and financial performance.

For the last five years we have researched the financial impact of effective

implementations TQM. This article reports key aspects of our methodology and some of our

major findings. The bottom-line from our research is that effective TQM implementations

significantly improve financial performance - it does payoff handsomely.


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4.0 Methodology used in the study

There were four main steps in the methodology used in our research study:

1. Choosing the appropriate performance measures.

2. Gathering a sample of firms that have effectively implemented TQM.

3. Choosing a time period (when and over what time) for measuring performance.

4. Selecting appropriate benchmarks for comparing the performance of sample firms.

Choice of Performance Measures

To establish the value of TQM, it is important to link it to financial measures. The

primary focus of our study was to examine the stock price performance of firms that have

effectively implemented TQM. The reason is that stock price performance is widely reported

and tracked, and easily understood. Stock price performance is of great interest to many

stakeholders including senior management, employees, suppliers, mutual fund managers,

institutional and other individual investors. Many believe that goal of a firm should be to

maximize its share value. Clearly, it makes sense to use stock price performance as the primary

performance measure for this study.

In the long-run stock prices are driven by profits (or net cash flows). Our study examined

profit performance by estimating the changes in operating income, defined as net sales less cost

of goods sold and selling and administrative expenses. This measures the profits generated from

operations before interest and taxes. Operating income is influenced by changes in the growth

rate and efficiency. Our study measured growth by estimating the percent change in sales, total

assets, and employees. We measured improvement in efficiency by estimating the percent


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change in return on sales and return on assets. Return on sales is the ratio of operating income to

sales and measures the profit per dollar of sales. Return on assets is the ratio of operating

income to assets and measures the profit per dollar of assets.

Gathering a sample of firms that have effectively implemented TQM.

Any attempt to establish the link between TQM and financial performance must focus on

firms that have implemented TQM effectively. This is important because while most firms will

claim that they have implemented TQM, few are doing it effectively. Including non-effective

implementers will obscure the impact of TQM. Effectively implementation means that the key

principles of TQM such as focus on customer satisfaction, employee involvement, and

continuous improvement are well accepted, practiced, and deployed within the firm.

We used the winning of quality awards as a proxy for effective implementation of TQM.

A review of various quality award criteria confirmed that the core concepts and values

emphasized are those that are widely considered to be the building blocks of effective TQM

implementations. Awards are given after the applicant goes through a multi-level evaluation

process where internal or external experts judge the applicant. A stringent process seems to be in

place to ensure that winners are effectively implementing and practicing TQM.

Our sample represents award winners from about 140 different award givers, some of

which are listed in Table 1. Many award givers are customers who have developed quality

award systems for their suppliers. These include most major automobile manufacturing firms in

the United States. and many other large manufacturing firms. Award givers also include

independent organizations such as the National Institute of Standards and Technology (which

administers the Baldrige award) and various states in the United States.


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Overall the sample consists of 3000 different firms that have won quality awards. To

avoid biases associated with asking winners to self-judge the impact of TQM, the sample of

winners is further restricted to include only publicly traded firms. This provides the flexibility to

use objective and historical financial data as far back as necessary, and to uniformly define

performance measures. Furthermore, the financial information can be easily gathered from

commercially available databases. The final sample consists of about 600 winners representing

nearly 50 distinct two-digit Standard Industrial Classification (SIC) Codes, with 75% of the

sample winners coming from the manufacturing sector.

Choosing a time period for examining the performance.

Choosing when to begin measuring the performance and over what time period should

the performance be measured are critical issues in linking TQM to financial performance.

Ideally, one should begin to measure performance from the point in time when the firm first

started implementing TQM. The measurement period should also include the time after the firm

has effectively implemented its TQM program. Furthermore, as many experts have emphasized,

TQM takes a long time to be fully absorbed and integrated in the normal operating mode of

doing things at a firm. Hence, any attempt to establish the relationship between TQM and

financial performance must examine performance over a long-time period.

We examined performance over two five-year periods. The first period -the post-

implementation period- starts one year before and ends four years after the date the winners won

their first quality award. Clearly, winners have a reasonably effective TQM implementation by

the time they win their first quality award. Since, it takes award givers about 6 to 9 months to

evaluate and certify the effectiveness of the implementation, we assumed that the winners TQM


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implementation was effective about a year before the date of winning the first award. Examining

performance from this point provides an estimate of the financial impact of TQM

implementations once they are effective.

The second period -the implementation period- starts six years before and ends one year

before the date the winners won their first quality award. It is during this time periods that

winners are implementing TQM and incurring the associated implementation costs. To provide a

balanced perspective on the net benefits of TQM, it is important to estimate the magnitude of

these costs.

Figure 1 depicts the determination of the two periods for a winner that won its first award

in 1990. In this case the implementation period would cover the years from 1984 to 1989, and

the post-implementation period would cover the years from 1989 to 1994. Similarly, for a

winner that won its first award in 1988, the implementation and post-implementation periods

would cover the years from 1982 to 1987 and 1987 to 1992, respectively. It is important to

emphasize that the performance of all quality award winners is not examined over the same

calendar time period. The time period is unique to each award winner and depends on when

each won its first quality award.

Selecting appropriate benchmarks

The performance of all firms is influenced by industry and economic conditions which

may have nothing to do with whether firms have an effective TQM implementation.

Benchmarks serve the purpose of adjusting a firms performance for the relevant industry and

economic influences. Stock market portfolios such as the S&P 500 were used to benchmark the

stock price performance of award winners. For the other performance variables a sample of


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benchmarks firms was generated by matching each award winner to a benchmark firm of similar

size from the same industry.

5.0 Results

Results for the implementation period

No significant differences in performance are observed during the implementation period.

Basically, there was no difference in the performance of the winners and the benchmarks. This

is good news since one would have expected worsening performance during this period because

of the direct and indirect costs in implementing TQM. It is plausible that during the

implementation period winners find easy improvement opportunities. Capitalizing on these

opportunities pays for the implementation costs. On the other hand, the results could also

suggest that the implementation costs may not be as high as widely believed.

Stock price performance of award winners during the post-implementation period

Results for the post-implementation period indicate that quality award winners

outperformed the benchmarks on almost every performance measure. Figure 2 compares the

stock price performance of award winners against the various benchmark portfolios using the

following process. For each award winner, a hypothetical $100 is invested in the winners stock

one year prior to the date of winning their first quality award. At the same time an equal amount

is also invested in a benchmark portfolio. Both investments strategies are tracked for the next

five year. At the end of five years the average stock price return from holding the stocks of the

award winners is compared against the average returns from investing in the benchmark

portfolio.


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The results indicate that award winners significantly outperformed the benchmark

portfolios. The stock prices of award winners increased by an average of 114% over the five-

year period. Over this same time period an alternative strategy of investing a similar amount in

S&P 500 Index and holding it over the same time period would have resulted in a 80% return.

The difference of 34% is a statistically and economically significant level of outperformance - it

translates to an average market value creation of an extra $669 million. The chances of

observing the difference of 34% purely by luck is about 1 out of 150.

Figure 2 also shows that award winners outperformed a benchmark consisting of all

stocks traded on the New York, American, and NASDAQ stock exchanges. This portfolio

experienced a 76% gain as compared to the 114% gain from investing in award winners. Award

winners also beat a benchmark consisting of firms in the same industry by 26% and a benchmark

consisting of firms of similar size by 34%.

A more detailed analysis of the pattern of stock price outperformance reveals some

additional and interesting insights. Figure 3 compares the stock price performance of the award

winners against the S&P 500 Index on an annual basis for each of the five years in the post-

implementation period. The award winners beat the S&P 500 Index in four out of the five years,

with most of outperformance occurring from the third year onwards. Award winners beat the

S&P 500 in the third year by 5%, fourth year by 7%, and in the fifth year by 12%.

Since award winners are likely to have an effective TQM implementation a year before

they win their first quality award, the pattern of annual stock price performance of Figure 3

suggests that it might take a couple of years after effective implementation before the benefits of

TQM begin to show up in the form of higher stock returns. Organizations should view TQM as a

long-term investment and must allow time for its benefits to show up in financial performance.


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To summarize, the overall evidence indicates that firms that have an effective TQM

program do better in terms of stock price performance when compared to appropriate

benchmarks.

Profit, growth, and efficiency performance of award winners during the post-

implementation period

Figure 4 depicts the performance of award winners and benchmark firms on accounting

based performance measures. The differences are striking. Operating income for award winners

increased by an average of 86% over the post-implementation period. This is in contrast to an

average 43% increase over the same time period for the benchmark firms. The difference of

43% is a statistically and economically significant level of outperformance. The chances of

observing this difference in operating profit purely by luck is about 1 out of 200.

Award winners also experienced higher growth as compared to the benchmark firms.

Winners increased sales by 62% sales (compared to 32% for the benchmarks), increased total

assets by 67% (compared to 37% for the benchmarks), and increased the number of employees

by 22% (compared to 7% for the benchmarks). Winners also showed higher improvement in

efficiency measures. The return on sales improved by 12% compared to no improvement for the

benchmarks, and the return on assets improved by 13% compared to 6% for the benchmarks.

These results clearly indicate that TQM does improve profitability, leads to higher growth, and

improves efficiency. Furthermore, they provide additional validity to the winners stock price

performance shown in Figure 2. The improvement in profitability is the reason for the rise in

stock prices of the award winners.


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How the benefits of TQM vary by firm characteristics?

Many firms are also interested to learn how the gains from TQM vary by firm

characteristics so that they can set realistic expectations of what to expect from successful

implementations of TQM. To provide insights into these issues, we segmented the sample of

award winners by type of quality award won, capital intensity of the firm, size of the firm, and

the extent of diversification. Results are examined separately for the various segments. Some

interesting insights are obtained about how the extent of benefits from TQM vary by firm

characteristics.

Independent versus customer award winners

There are some very dramatic differences among firms that won independent awards such

as the national and state quality awards, and those winning customer awards such as those given

by Chrysler, Ford, and Texas Instruments, among others. The national and state awards have

more comprehensive and stringent evaluation criteria, and use a multi-stage evaluation process

conducted by independent third-party examiners. Thus, winning independent awards could

indicate more mature TQM implementations when compared to the maturity of implementations

at firms that have only won awards from their customers.

Consistent with this conjecture independent award winners significantly outperformed

customer award winners (see Figure 5). For example, in terms of improvement in operating

income independent award winners outperformed their benchmarks by an average of 73%

whereas customer award winners outperformed their benchmarks by 33%. Independent award

winners do better than customer award winners on sales (48% vs. 23% increase), on return on

sales (22% vs. 9% increase), and return of assets (10% vs. 6% increase). Independent award


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winners also do better on stock price performance. They outperformed the S&P 500 by 51%

compared to the 26% outperformance of S&P 500 by customer award winners.

Although independent award winners do better than customer award winners, it is

important to emphasize that winning customer awards also pays off since these winners do better

than their corresponding benchmarks on all performance measures. Note that Figure 5 gives the

performance numbers after adjusting for the performance of the benchmarks. However, in the

long run a firm should benchmark their TQM implementations against the criteria and evaluation

process used by independent award winners.

Low capital-intensive versus high capital-intensive award winners

An important component of TQM is adopting practices such as employee training,

involvement and empowerment, and information sharing. Employees are the driving force for

improvements originating from activities such as suggestion programs, quality circles, cross-

functional teams, and process improvement teams. Clearly, the opportunities for gains from

these activities are likely to be higher in a less capital-intensive environment than in a more

capital-intensive environment.

To test this conjecture, we segmented the sample of quality award winners into low and

high capital-intensive winners. Capital intensity is measured as the ratio of net property, plant,

and equipment to the number of employees. The median value of this ratio, $25,000 of assets

per employee, is used to segment the sample into low and high capital intensive winners.

Winners with assets per employee less than $25,000 are considered to be low capital-intensive

and winners with assets per employee greater than $25,000 as high capital-intensive.


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Figure 6 shows that low capital-intensive award winners do better than high capital-

intensive award winners on all performance variables. For example, in terms of improvement in

operating income low capital-intensive winners outperformed their benchmarks by an average of

65% and high capital-intensive winners outperformed their benchmarks by 21%. Low capital-

intensive award winners do better than high capital intensive winners on sales (47% vs. 25%

increase), on return on sales (17% vs. 7% increase), and return of assets (10% vs. 4% increase).

Also note that Figure 6 indicates that both low and high capital-intensive winners gain from

effective TQM implementations as both these segments outperform their respective benchmarks.

Smaller versus larger award winners

Figure 7 compares the performance of smaller and larger award winners. The median

total asset value of the sample, $600 million, is used to segment the sample. Winners with total

assets below the median are considered small, and winners with assets greater than the median

are considered large. The performance numbers in Figure 7 show that both the smaller and

larger award winners gain from effective TQM implementations - both these segments

outperform their respective benchmarks. Figure 7 also shows that smaller winners generally

fared better than larger winners. Smaller winners experienced a 63% improvement in operating

income (compared to 22% for larger winners), a 39% increase in sales (compared to 20% for

larger winners), and a 17% improvement in return on sales (compared to 6% for larger winners).

The observation that smaller winners did better than larger winners is not that surprising

considering the fact that many key elements of TQM such as teamwork, worker empowerment,

and spirit of co-operation across functional departments are already present to some extent in


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smaller firms. Additionally bringing change can be more difficult in larger firms. Clearly, the

results do not support the conventional wisdom that TQM is less beneficial to smaller firms.

Focused versus diversified award winners

Focused firms are likely to benefit more from TQM than diversified firms because the

different operating units in a more focused firm are likely to be very similar in terms of

organizational culture, technology, operating procedures, and competitive priorities. Therefore,

the lessons learned from a successful TQM implementation in one operating unit can easily be

implemented in other operating units. As operating units gain experience with TQM, the

knowledge created in the process can be transferred at low cost to other units. Such economies

of scale and learning synergies may not be present to the same extent in more diversified firms.

Figure 8 supports the conjecture regarding how the benefits of TQM will differ for

focused and diversified firms. Focused award winners do better than diversified award winners

on all performance variables except efficiency measures such as return on sales and return on

assets. Focused winners experienced a 56% improvement in operating income (compared to 30%

for diversified winners), a 39% increase in sales (compared to 20% for diversified winners), and

a 7% improvement in return on sales (compared to 17% for diversified winners). Figure 8 also

shows that both the focused and diversified award winners gain from effective TQM

implementations as both these segments outperform their respective benchmarks.

6.0 Is TQM valuable?

In contrast to the anecdotal and perceptual evidence that have been used by many experts

to pass judgment on whether TQM is valuable or not, the evidence presented in this paper


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provides a more factual, objective, and statistically valid assessment on the impact of TQM on

financial performance. The message from the analysis of the financial performance of 600

quality award winners is clear and simple. When TQM is implemented effectively, financial

performance improves dramatically. The criticism that TQM has produced lackluster economic

gains is unwarranted. The proclamation that TQM is dead is premature. TQM is well and alive.

Our results should be reassuring to those firms that have made heavy investments in

TQM and had to defend themselves against both internal and external critics of TQM. For those

firms that were considering disbanding their TQM for some other management paradigms, these

results should cause them to rethink their decision. It should also provide encouragement to

those firms that have contemplated adopting TQM but have been discouraged by the controversy

about its potential payoff. One would hope that managers responsible for implementing TQM

would use these results to debate, and perhaps put to rest, many questions that others might have

about the legitimacy of TQM as a viable and effective management system.

Our results also support what many quality gurus have said repeatedly. Firms that want

to implement TQM effectively must have patience. It is widely accepted that TQM takes a long

time to implement as it requires major organizational changes in culture and employee mindset.

Hence, the benefits will be realized in the long-run. The evidence reveals that even after

effective implementation, it still takes a couple of years before financial performance starts to

improve. This is in contrast to the expectations of many firms who sent employees for education

and training on TQM methods and implemented a few other things, and then expected to see

instant results. Managers that embrace TQM for quick gains will be surely disappointed. To get

the benefits from TQM, one must be patient. It improves performance in the long-haul.


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Firms should be realistic about what to expect from TQM. They should not be carried

away by the hype associated with TQM. Keep in mind that TQM is a philosophy or foundation

to develop a management system. A management system based on TQM can only improve the

probability of making the right decisions. It cannot guarantee that all decisions will be right. For

example, even the best performing Baldrige award winners have had periods of poor financial

performance after winning the Baldrige award. Furthermore, as we have shown, organizational

characteristics such as size, capital intensity, extent of diversification, and the maturity of

implementations, all influence the gains from TQM. These and other factors should be

considered in setting expectations. Finally, the gains from TQM are likely to be tempered by the

behavior of competitors. As more and more firms in a particular market segment adopt TQM,

the extent of gains from TQM will diminish.

Finally. we believe that TQM has still a long way to go. Recent surveys show that about

30 percent of manufacturing plants in United States have widely embraced TQM (Tanincez,

1997). The numbers are likely to be even lower for service establishments.

To get more information about this research contact Dr. Vinod Singhal at 404-894-4908 (e-mail:

[email protected]).


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References

Byrne, J. A. (1997). Management Theory-or Fad of the Month?,Business Week, June 23, pp.

47.

Paton, S. M. (1994). Is TQM Dead?, Quality Digest, April, pp. 24-28.

Rigby, D. K. (1998). Whats Today Special At the Consultants Cafe?, Fortune, September ,

pp. 162-163.

Stratton, B. (1993). Why You Cant Link Quality Improvement to Financial Performance,

Quality Progress, February, pp. 5.

Taninecz, G. (1997). Numbers and Much More: Plant Leaders and Corporate Manufacturing

Executives Assess Their Operations,Industry Week, December 1, pp. 14-22.

The Economist (1992). "The Cracks in Quality", April 18, pp. 67-68.

The Economist (1995). "The Straining of Quality", January 14, pp. 55-56.

USA Today (1995). Is TQM Dead?, October 17, pp. B1-B2.

Washington Post (1993). Totaled Quality Management, June 6, pp. H1.


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Table1:Namesofsomequalityawardgiverswhoseawardrecipients

areincludedinthe

sample

Customersthatgiveawardstotheirsuppliers

IndependentAw

ardGivers

AutoAllianceInternationalInc.(PartofMazdaMotorMa

nufacturing)

AlabamaSenateProductivity&QualityAward

ChryslerCorp.

ArizonasPione

erandGovernorsAwardforQ

uality

ConsolidatedRail

CaliforniaGove

rnorsGoldenStateQualityAw

ards

EastmanKodakCo.

ConnecticutQu

alityImprovementAward

FordMotorCo.

DelawareQuali

tyAward

GeneralMotorsCorp.

FloridaGovernorsSterlingAward

GeneralElectric

MassachusettsQ

ualityAward

GoodyearTires

MarylandSenateProductivityAward

GTECorp.

MaineStateQu

alityAward

HondaofAmericaManufa

cturingInc.

MichiganQuali

tyAward

InternationalBusinessMac

hines

MinnesotaQualityAward

J.C.Penny&CO

MissouriQualityAward

LockheedCorp.

NationalAssociationofManufacturers(TheShingoPrize)

MinnesotaMiningandManufacturing

NationalInstituteofStandardsandTechnology

(BaldrigeAward)

NationalAeronauticaland

SpaceAuthority

NorthCarolina

QualityLeadershipAward

NewUnitedMotorManufa

cturingInc.(NUMMI)

NewMexicoQualityAward

ToyotaMotorManufacturingU.S.AInc.

NewYorkGovernorsExcelsiorAward

NissanMotorManufacturingCorp.U.S.A

NebraskaEdgertonQualityAward

PacificBell

OklahomaQualityAward

SearsRoebuck&Co.

OregonQuality

Award

TexasInstrumentCo.

PennsylvaniaQ

ualityAward

TRWInc.

RhodeIslandA

wardforCompetitivenessandE

xcellence

XeroxCorp.

TexasQualityA

ward

UnionCarbide

TennesseeQualityAward

Westinghouse

VirginiaSenate

Productivity&QualityAward

Whirlpool

WashingtonSta

teQualityAward


23/30

21

6years

before

1

year

before

Yearof

1staward

4

years

a

fter

Implementation

period

Post-implementation

period

1984

1989

1990

1994

Figure1:Determiningtheimplementationandthe

post-implementationperio

dsforafirmthatwonitsfirstqualityaward

in1990.


24/30

22

1

14%

80%

76%

88%

80%

0%

20%

40%

60%

80%

100%

120%

140%

A

ward

Winners

S&P500

Portfolio

ofAll

Stocks

I

ndustry

P

ortfolio

Size

Portfolio

StockPortfolios

Figure2:Comparison

ofthestockpriceperformanceofawardwinnersand

variousbenchmarkportfo

lios.Theresults

depictthechangesinp

erformanceoverthefive-yearpost-implementationpe

riodthatstartsoneyearpriorandendsfour

yearsafterthedateofw

innerswinningtheirfirstq

ualityaward.


25/30

23

25

21

21

12

20

13

14

16

12

17

0%

5%

10%

15%

20%

25%

30%

Firs

t

Yea

r

Second

Year

Third

Year

Fourth

year

Fifth

Year

Stockretur

Awa

rd

Winners

S&P

500

Figure3:ComparisonofthestockpriceperformanceofawardwinnersandtheS&P500onanannualb

asis.Theresults

depicttheannualchan

gesinperformanceoverthefive-yearpost-implemen

tationperiodthatstartson

eyearpriorand

endsfouryearsafterthedateofwinnerswinningtheirfirstqualityaward.


26/30

24

8

6%

62%

67%

22%

12%

13%

43%

32%

37%

7%

0%

6%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Op

erating

In

come

Sales

Total

Assets

EmployeesReturnon

Sales

Returnon

Assets

PerformanceMeasu

res

PercentChange

AwardWinners

BenchmarkFirms

Figure4:Comparisonoftheaveragepercentchan

geinperformanceofaward

winnersandbenchmarkfirmsforthepost-

implementationperiod.Theresultsdepictthechangesinperformanceoverthefive-yearpost-implementationperiodthat

startsoneyearpriorandendsfouryearsafterthed

ateofwinnerswinningtheirfirstqualityaward.


27/30

25

73

%

48%

49%

25%

22%

10%

33%

23%

24%

11%

9%

6%

0%10%

20%

30%

40%

50%

60%

70%

80%

Operating

Inc

ome

Sales

Total

Assets

EmployeesReturnon

Sales

Returnon

Ass

ets

PerformanceMeasures

PercentChange

Independent

Supplier

Figure5:Comparisonoftheaveragepercentchangeinperformanceofinde

pendentawardwinnersandsupplieraward

winners.Allperformancenumbersaretheaverag

eofthedifferencesbetweentheperformanceofthew

innersandtheir

respectivebenchmarks.Theresultsdepictthechangesinperformanceoverthefive-yearpost-implementationperiodthat




28/30

26

10%

17%

15%

38%

47%

65%

4%

7%

14%

22%

25%

2

1%

0%

10%

20%

30%

40%

50%

60%

70%

Operating

Incom

e

Sales

Total

A

ssets

Employees

Returnon

Sales

Returno

n

Assets

PerformanceMeasuresL

owCapitalIntensity

H

ighCapitalIntensity

Figure6:Comparisonoftheaveragepercentchangeinperformanceoflowercapitalandhighercapita

lintensityaward

winners.Allperformancenumbersaretheaverag

eofthedifferencesbetweentheperformanceofthew

innersandtheir

respectivebenchmarks.Theresultsdepictthechangesinperformanceoverthefive-yearpost-implementationperiodthat




29/30

27

39%

63%

42%

21%

17%

9%

22%

20%

18%

9%

6%

5%

0%

10%

20%

30%

40%

50%

60%

70%

Operating

Inc

ome

Sales

Total

Assets

Employees

Returnon

Sales

Returnon

Assets

PerformanceMeasures

SmallerFirms

LargerFirms

Figure7:Comparison

oftheaveragepercentchangeinperformanceofsmallerandlargerawar

dwinners.

All

performancenumbersaretheaverageofthediff

erencesbetweentheperformanceofthewinnersand

theirrespective

benchmarks.Theresultsdepictthechangesinperformanceoverthefive-yea

rpost-implementationperiodthatstartsone

yearpriorandendsfouryearsafterthedateofwin

nerswinningtheirfirstqualityaward.


30/30

28

1%

7%

22%

4

2%

39%

56%

8%

18%

20%

3

0%

15%

17%

0%

10%

20%

30%

40%

50%

60%

Operating

Incom

e

Sales

Total

A

ssets

Employees

Returnon

Sales

Returno

n

Assets

PerformanceMeasures

FocusedFirms

DiversifiedFirms

gure8:Comparison

oftheaveragepercentch

angeinperformanceoffocusedanddiversifiedawa

rdwinners.All

rformancenumbersaretheaverageofthediff

erencesbetweentheperformanceofthewinnersand

theirrespective

nchmarks.Theresultsdepictthechangesinpe

rformanceoverthefive-ye

arpost-implementationperiod,whichstarts

eyearpriorandends

fouryearsafterthedatethewinnerswontheirfirstqu

alityaward.

Documents

Impact TQM on Fianacial Performance Hendricks 2006 3